Legal Week Intelligence

Client Satisfaction Report 2011

It has never been more important for law firms to improve their client satisfaction levels. In the current environment, in-house lawyers are under huge pressure to reduce costs and law firms must stretch every sinew to differentiate themselves from their rivals and demonstrate the value of their business. Clients, in turn, are becoming more scientific in their approach to instructing outside counsel and less patient with those firms that fail to reach the required benchmark in every aspect of their service, whether it is the quality of legal advice, responsiveness, billing transparency or price. What do your clients think of your competitors? What do they think of you?

The study

Now in its eighth year, the Legal Week Intelligence Client Satisfaction Report is the industry benchmark of law firms, providing the UK's and Europe's leading law firms with the information and data they need in order to thrive and prosper in the most challenging of business environments. Crucially, this report will provide detailed independent analysis of the performance of the 75 largest law firms across an array of carefully chosen criteria, ranging from quality of legal and commercial advice to service delivery, billing practices to transparency. The findings will be based on a detailed survey of more than 1100 heads of legal including 78% of the FTSE100.

Content

Law firm tables

At the heart of this report will be a detailed analysis of the performance of the top 70 business law firms, as measured by the only people who really count - their clients. What are the most important issues when appointing law firms and how do the firms they currently use match up to that expectation? What is the buying behaviour of senior in-house lawyers in different industry sectors? How are firms faring in terms of quality of legal advice, service delivery, cost and billing practice.

Benchmarking

The final part of the report combines hard-hitting analysis with the data sets to create detailed law firm profiles. Since the study is now in its eighth year, the report can also identify any meaningful trends affecting these key players.

The results are used to create benchmarking tables of all the firms covered in the report.

These will be broken down into international, national, City and US firm categories.

The tables will specify each firm's score for the seven distinct performance criteria.

Research methodology

The research focuses on the FTSE 100, the FTSE 250, small cap, AIM and the 100 largest privately-held businesses as well as the leading European companies form the FTSEurofirst 300 and public sector. This year we have also captured the views of leading in-house lawyers in India, Japan, Hong Kong, Singapore and China.

Click here for the CSR law firm profiles

Click here for a full summary PDF of the report

For more details, please contact Paul Birk on 0207 316 9864 or email paul.birk@incisivemedia.com.

ASSOCIATED REPORT

Information Technology Report 2011


 

 -----------------------------------------------------------------------------------------------------------------------------------------------

FEATURED REPORTS

Employee Satisfaction Survey 2011

In a professional services environment, people issues carry great strategic weight. Fee earners represent a law firm's stock in trade...


Law Student Report 2011

Capturing the views of over 3,000 law undergraduates from the UK's top universities (Russell Group) as well as Graduate Diploma in Law (GDL) students...

-----------------------------------------------------------------------------------------------------------------------------------------------

CONTACT DETAILS

Please contact us for more details.

• Des Cahill, Director of Research, 020 7316 9066, email des.cahill@incisivemedia.com
• Paul Birk, Research Sales Manager, 020 7316 9864, email paul.birk@incisivemedia.com